CXO Coordinator, EMEA

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

We are seeking a highly organised, energetic, and proactive CXO Coordinator to support driving operational excellence for our regional CXO teams. This role is critical to our mission to streamline processes, improve efficiency, and ensure the seamless execution of key projects and day-to-day tasks. The Operations coordinator role will report directly to the Regional Director of Customer Service. This role will be highly impactful in delivering project management, documentation, frameworks, and general organisational support on behalf of the CXO team for the EMEA region. You will be expected to initiate, design, and execute highly independently whilst maintaining highly aligned with your direct colleagues.

Key Responsibilities

Project And Workflow Coordination:

• Project administration: Maintain and update critical systems and overviews, particularly Airtable, to ensure data accuracy and support operational workflows.
• Project coordination: You will coordinate project delivery and serve as a central hub for project-related communications, ensuring that stakeholders are aligned and resources are effectively utilised. You will liaise and coordinate with stakeholders regarding project requests/requirements and resources.
• Project prioritisation: Support the team in prioritising and reviewing priorities of CXO projects and support assigning ownership where required for project or analysis requests.
• Project execution: Act as a central point of support for regional CXO projects and CEMs to drive operational excellence and process improvement. This includes actively marshalling resources and coordinating project delivery to ensure smooth execution. You will play a crucial role in bringing together and driving the delivery of larger, cross-functional initiatives (such as fraud prevention and other projects aimed at improving operational quality) and are expected to deliver hands-on work on certain projects directly.

Documentation & Frameworks:

• Documentation: Create high-quality documentation outlining processes, projects, or briefings. Ensure all project and operational documentation is accurate and up-to-date. 
• Presentations: Support the creation of high-quality slide decks for presentations and documentation, and provide general administrative support to the regional team. 
• Administration: Support the administration of CXO responsibilities, such as coordinating contractual reviews and negotiations for the CXO team (including coordination with internal sourcing or legal teams) and managing purchase orders and invoices. 
• Frameworks: Support creation of (new) frameworks (such as governance or quality frameworks) for the CXO team.

Organisational Support:

• Internal events: Assist in coordinating and managing planning and logistics for team off-sites and partner summits, ensuring precision in handling all details, including managing the agenda input and following up on action items.
• External events: Support the coordination of external party round tables, performance review meetings, internal team meetings, coaching/calibration sessions, etc., including managing the agenda input and following up on action items.
• Resource coordination: Support coordination of specialised external resources (such as BPO XAs). 
• Requests: Support delivering on requests (e.g., local language translations or agent-level inputs) from internal teams. 
• Reports/analysis: Support the delivery of (or directly deliver upon request) high-level analysis or data collection (such as regional trends, performance, or operational anomalies). Coordinate follow-up actions or requests and escalate findings to ensure a rapid and effective response.

Skills And Qualifications

• Project Management: Proficiency in defining scope, milestones, timelines, and resource needs as well as strong task prioritisation, progress tracking, and adaptation as needed. Project Management certification preferred.
• Project management tools: Experience with project and data management tools (like Airtable or Asana). 
• Data management tools: Experience with Tableau or other data visualisation and analysis tools strongly preferred.
• Operational / Customer Service experience: Experience with large-scale, multi-lingual, international customer service environments (or similar operational environments) within a large, multinational organisation. 
• Operational Mindset: A strong focus on CS, efficiency, process improvement, and solving operational challenges. You should have a proven ability to identify bottlenecks and implement effective solutions.
• Exceptional Organisational Skills: Meticulous attention to detail and a methodical approach to managing multiple responsibilities and data sets simultaneously are essential. Experience with project and data management tools (like Airtable) is also essential.
• Communication and Influence: Excellent written and verbal communication skills, with the ability to create clear, concise reports and presentations. The capacity to work effectively with various stakeholders and influence outcomes through clear data and communication is a must.
• Analytical Aptitude: The ability to thrive in a data-driven and operational environment, supporting where required analysis of data and trends, and bringing insights to actionable recommendations and taking those forward in the business.
• Adaptability and Initiative: A proactive and adaptable individual who can thrive in a fast-paced environment and take ownership of tasks without direct supervision.

Suggested Candidate Background

• Experience: A minimum of 4-5 years of experience in an operations, business analyst, or project management/coordination role, preferably within a fast-paced, customer-facing, or technology-driven environment.
• Technical Skills: Proficiency with Google Workspace (Docs, Sheets, Slides) or similar, and a demonstrated mastery of project management and data management platforms. Experience with Airtable is a plus.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.